British Gas Homecare Agreement, Free Boiler?

saints1fan

Last Monday we were told by a BG engineer that we need a new boiler as the heat exchanger is scaled up. BG have been really good at looking after our boiler for the last few years, but since reporting this fault 10 days ago, they have been useless.

Reading my Homecare agreement, it states that if our boiler is less than 7 years old, we are entitled to a replacement. Luckily ours is just under 7 years old, so has anyone ever known BG provide a bolier for free?

I called BG to enquire about this free boiler and nobody had a clue what I was talking about. I had to point out this clause in the Homecare terms and conditions. I have now spoken to 14 people at BG and nobody is willing to confirm if we can have a boiler or not. I have today written a letter of complaint, but as I have a young family, I cannot wait for a long complaints process to decide if we get a boiler.

A sales rep from BG is coming today to quote for a new boiler, should I go ahead and then try to reclaim any money?

Thanks.

trogg

Hi,

Why dosn't bg just change the heat exchanger ?

Seems the obvious thing to do

saints1fan

Good point. I know the engineer that called did give a reason that this could not be done, but I can't exactly remember, so I have just called BG and asked them to confirm that this is not an option. Thanks for reminding me to check this.

Has anyone ever had a boiler for free from BG?

Canucklehead

Good afternoon: BG also has the details on their website Section 1.1. Central Heating Care. Parts should be available for a <7 years old boiler....BG trying to drum up business again:rolleyes:

HTH

Canucklehead

saints1fan

Just had the BG sales rep's round who were very pleasant and polite, but seemed to me to know which bolier I was having before the met me, if you know what I mean? In their defence the price they quoted is not the highest I have had, but £600 more than the cheapest and for a much cheaper boiler. I have called them again to try get in writting confirmation that the boiler cannot be repaired, but they refused. I am now really confused and nervous of spend £2300 on a new boiler I am now not sure I need. I wish I was a plumber!

Help!!

mike_the_bike_2

saints1fan wrote: »

Good point. I know the engineer that called did give a reason that this could not be done, but I can't exactly remember, so I have just called BG and asked them to confirm that this is not an option. Thanks for reminding me to check this.

Has anyone ever had a boiler for free from BG?

Parts not available in their central warehouse by any chance?

Post on the forum the make and model of the boiler and I suspect we will be able to find one for you and you can tell BG where to ring up with their credit card details !

Canucklehead

mike_the_bike wrote: »

Parts not available in their central warehouse by any chance?

Post on the forum the make and model of the boiler and I suspect we will be able to find one for you and you can tell BG where to ring up with their credit card details !

Sounds all too familiar:rolleyes: Excellent suggestion....do tell, saints1fan.

Canucklehead

saints1fan

Thanks for the suggestion. The existing boiler is a ferroli F24.

Lorian

Section 7.15 shows how to remove:

http://www.ferroli.co.uk/product_documentation/DOMESTIC_ARCHIVE/F24_Manual.pdf

Part number looks to be 802180 or E23-919

Think I'd ask the manufacturer about parts:

http://www.ferroli.co.uk/Contacts.php

mike_the_bike_2

I think from this link it is self explanatory why British Gas don't want to replace the Heat exchanger!...but as you can see they are readily available

http://www.boilersparesdirect.co.uk/parts-online/shopexd.asp?id=36716

saints1fan

Hi all. I have now spoken to BG 4 time to try to get them to confirm 100% that the boiler cannot be repaired, but as yet they are not able to put their head on the chopping block. I am now really angry as we have been without hot water for 11 days now.

I have requested that they confirm that the boiler cannot be fixed in writting but they refuse. I have also asked them to confirm whether or not we are entitled to a free one, before I go and buy one, but they again refuse to make a decision on this. They are taking the *!^%.

I have just called my legal proteciton insurer for advice and they were great. They said that I should inform BG that I am giving then 3 days to sort this, then I will buy my own boiler and commence legal priceedings. What do you think?

Tx